ran across a blog this week that I wanted to comment on. In it, James Derk, a
columnist for Scripps Howard News Service, detailed some negative experiences
he had with Zynga customer service ( http://tinyurl.com/cudmlp).
I want to thank james for sharing his thoughts and apologize for the furstrating experience he had with us.
The article highlighted one of the toughest challenges we face as a company —
keeping pace with the growth in our community. We’ve grown from
1M to nearly 10M daily active users in just 9 months and we’ve have had to
scale our customer service systems in real time.
We’re definitely experiencing some growing pains, but behind the scenes we’re
working hard to align our organization behind customer needs. In the last
quarter we’ve brought our average response time down to less than 4 days for
all but the toughest problems (hacking and cheating tickets take longer to
research and resolve), we launched our knowledge base ( http://tinyurl.com/co5kak) and user forums
response has been very positive.
i believe that the idea of a free web service offering live customer support is pretty new. if any of you see other best of breed approaches that you think are better we would love to hear about them.
Zynga’s mission is to connect the world through games and in order to do that,
we need wildly happy customers. We’re working around the
clock . We welcome your feedback!